Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
November 2024
At the Durham Centre for Academic Development (DCAD), we’ve been focused on tackling a pressing challenge in Higher Education: how to improve the engagement of researchers in professional development and training programmes. It’s a concern that many universities share, and we’ve seen firsthand how outdated […]
November 2024
What would your organisation’s response be to the following question “do we provide the same level of accessibility to our employees as we do to customers or users?” Organisations recognise and prioritise the importance of accessible technology for their customers, but are they giving the […]
November 2024
Working with the Foreign, Commonwealth and Development Office (FCDO) has been the ultimate exercise in operating at scale. It’s raised some really interesting design and delivery challenges and made me question if I’d ever have another opportunity at a truly global rollout. The global marriage […]
October 2024
Delivering digital products quickly is key to better serving and retaining customers. When we focus on digital transformation with the user experience in mind, we can see significant improvements—up to a 20-30% increase in customer satisfaction and economic gains of 20-50%. Our recent work with […]
October 2024
When you hear the word “governance,” it probably brings to mind bureaucracy, stacks of paper, and endless meetings. While there’s some truth to that, effective governance is much more than just ticking boxes. It plays a crucial role in setting direction, allocating resources, making decisions, […]
September 2024
In the ever-changing landscape of public service delivery, the use of digital technology is a crucial way to meet citizens’ needs effectively. But after years of working in tech delivery, and driving positive change using digital services, I’ve found that while meeting user needs remains […]
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